How do you all deal with bad un-called for reviews?

How do you all deal with bad un-called for reviews? Especially after they have been denied for not complying to our criteria requirements. Even after they were walk through the entire process. And after meeting me in person felt some kind of way. I am going out of my mind trying to figure out what I did wrong. I want to say 90% of our residents love me regardless of the rent Increase. But this person continues to harass me and my name specifically. That I want to sue him. My name my pride my reputation with my residents and everyone I come across with is important for me. There is a very small percent that decided to dislike me because of policy and procedure I have no control of. But this guy is making me go out out of my mind and depressed.

Knock on his door, (wear a mask) and junk punch him in the man business. And when he drops to his knees and cries “whyyyy” just whisper “you know why”. It won’t solve the issue but it’ll make for a great story

This how I responded to one of my Unauthorized occupants who got denied residency who wrote a review about me, slamming my good name, After I responded in this manner she removed her comments on the review.
 

Just let it go. And document everything in case they come after you. It's not worth it to go after them.

Andria Antoine I tried but he sees my residents giving me good reviews as a fraud and continues to give me bad reviews I top of them

Yazmina he's petty then and it's sad he has nothing better to occupy his time with. Feel bad for him and move on sister. It's not worth your energy. In this industry you can't make everyone happy. Eventually he'll give up and move into trying to make someone new miserable.

I hope so I am so depressed

Yazmina Bayala flag his reviews.

Yazmina, please don’t let some weird keyboard warrior make you 1 OUNCE depressed!! I beg you.

Leah Love Orsbon I am trying so hard.

Have your approached him about this one on one? Ask him specifically why he continues to dislike you for a policy you have no control over. Maybe invite into your office to discuss the issue in an attempt to resolve it.

Lori Doles-Manges he used his son to apply. He is the one with the comments.

Yazmina Bayala I would respond to the negative reviews with “I would appreciate the opportunity to discuss your issues in my office, please contact me at and leave your number.” Your publicly putting the ball in his court to try to resolve the issue. If he continues to leave the negative reviews I would continue to respond with “I’m still waiting to hearing from you to discuss in person.”

Lori Doles-Manges I m pretty sure he is acting as his son. So a personal approach is noT an option as he try to come in with his sons information but not listening to my suggestions to go through our app.

Yazmina Bayala that might be the case but if he’s publicly shaming you at least make it look like in the same forum your attempting to address his issue. It may not make the problem go away but it makes him looks silly to continue to complain & have you ask to speak with him directly.

If he’s using your name Directly you can have the social media sites remove it .

Nickcole Pyle he spells my name to the T

If the wrote your name specificly, I think you can flag it on apartment ratings

I’ve been going through this for the e first time. I received numerous complaints about a woman and when I discussed it with her totally fine. Then an hour later came the first review. For 3 weeks every other day a new name, same review. It was exhausting and hard to deal with. I flagged every one. After you think u help people and one thing u do YOUR JOB and then your hated and bullied online. I got to the point where I did tell my boss it was harassing and she did try to take control. The woman eventually stopped and has not spoken to us sense. Thank goodness. Needless to say, I don’t have any advise only can sympathize. People are so hateful. And I’m sorry u had to deal with it. I’m glad we have this group. Heck I’ll trade ya a good review for one!

Erica Swinson this is why I dislike on line reviews. I feel like it is very one sided and we have no way to protect ourselves.

Lori Doles-Manges so true. It’s awful.

Lori Doles-Manges 100% agree! 99% of the time there is much more to the story. Dealing with the same thing on a property we took over recently. Todays society is brutal and I for one don’t let it get to me anymore. Most if not all can see right through bad reviews.

Erica Swinson you took no legal action

Yazmina Bayala no just tried removing it. I think if she would’ve continued I may have. It was really getting to me..

Erica Swinson I am really glad we have this group as well

In the most positive and factual way possible.

If you link the review, I’m happy to flag it as a violation.

I had a girl insult my intelligence saying I have no brains. When she renewed I went under her review and thanked her for renewing with us

Chelsea Alise Santiago a level of petty we can all aspire to

Tyler Nicolas giving me the responsibility to respond to reviews has really tested my pettiness

I can only imagine

Honestly, I would respond with, "I'm sorry you feel (Blank)As I take pride in my professionalism and integrity, I hope you can one day understand that I am simply following fair housing criteria by equally applying our resident selection criteria to all applicants." (Or something similar to where he has no possible rebuttal.)I'm sorry you're going through this. It's disheartening, especially when you're being singled out. This is truly an incestuous industry.

Nancy Palazzo I really love this reply

Nancy Palazzo great response

I would read the lease to see if he is violating the terms of the lease and if so, send him a cease and desist along with the lease violation. I had a resident like this. She would write reviews using different names about the crazy man walking around talking to himself until they both showed up at the office at the same time and I introduced them by saying this is Tom. I know you know him because he walks in the evening while checking on his work crews using his EarPods and it looks like he’s talking to himself. He laughed and she left abruptly. Don’t let one guy ruin your great works. His day will come.

Debbie Landry he’s did not get approved. Mind you he was using his son identity

Yazmina Bayala oh I thought he was living with his son. I misunderstood. Have you written a response?

Debbie Landry my corporate just said he does not live In the community.

Yazmina Bayala He will eventually stop. Remember all the people that give you the good reviews. Don’t let him take that away from you.

Yazmina Bayala Cease and Desist

Don't go out of your mind trying to understand ignorance and stupidity! Come back to reality and know that you did your best and that, for some, is never enough. Chalk it up to the reasoning of good things whisper while bad things shout.

Tina Moore I am really trying and as read all I can do it cry. Because I don’t know what to do.

Tina Moore thank you

Where are the reviews? What site?

Brenda Summers Davis google

Yazmina Bayala first turn in a complaint to google asking that they remove all reviews that mentioned u by name. Have you notified the company (HR) u work for? If not U need to do so in writing expressing everything u have said in this post. Not sure what yur state is doing to curb this issue but there have been successful lawsuits over reviews & basically if one can not prove the details in their review they can be sued for slander. Really it’s up to the company u work for to handle this for you-they are responsible to provide you a safe workplace

Brenda Summers Davis thank you Brenda.

Brenda Summers Davis Sundance apartments in Clermont, Fl we may not be the most luxurious is our area but I take pride in making my residents happy.

Yazmina Bayala we can't make everyone happy. Shame on this person for being so immature and angry at the world.

Yazmina Bayala I’m a believer that no matter the class of the property - it’s always someone’s castle

Respond with an apology and invite them to contact you at the office about their application, and take it offline. Then just combat it with more positive reviews. Start a campaign, so the unfavorable one/s is/are further down in the recents. That’s the most productive way, I’d say.

The best way is to respond professionally, continue to report them for removal (if possible) and bury those negative reviews with real, authentic feedback from your residents and prospects! Consumers will see those very few negative reviews are from someone with an axe to grind!

Just wanted to say been there and I'm sorry you're going through this

First off, don’t take it personally. When people read reviews they take into consideration they are based on one persons emotional experience at one moment in time. They also want to read the not so great reviews sometimes, do you really trust a business or product with only 5 star reviews and if so, don’t you feel like it’s more authentic if someone has something not so great to say and the company responds well? You’re doing great don’t let this one troll on the other side of a computer screen get to you!Also, shameless plug, Rentgrata lets your residents share their positive experiences at your community through 1:1 conversations with your prospects. Why not invite your residents to be community ambassadors and speak directly with your prospects so they can share how much they love you and WHY? Sending hugs

If they list your name you can flag the review and have it removed. People suck! Depending on how bad the harassment is, you could talk to your landlord attorney and have them draft a cease and desist.

I saw it’s in google. If he’s leaving multiple reviews even under different usernames flag them and the extra ones will get removed. If he’s using your name specifically the flag that one and it should get removed as well. I wouldn’t sweat it or lose sleep over it. If the review doesn’t get removed then just focus on generating additional positive reviews to push his down further. Most people only go down 10 or less reviews. Talking about suing him will go nowhere and it’s a waste of time. One review isn’t going to make or break you or your community but I understand how it’s frustrating. It’s just part and parcel of the joys of being in property management

Ignore it. His opinion is not your buissness. Let him throw a fit. Just move on with your day. Get 20 more positive reviews!

I've said it before, in order to control the emotions of others you first have to control your own. This business requires thick skin and need to be handled methodically. Follow the lease and you'll be fine and yes on contacting your attorney for a next step.

Ask your company to do something about it. When employees come to me with such a problem, our attorneys are called. We won’t stand for it!

You respond truthfully without disclosing sensitive information. Example: I’m truly sorry we were unable to approve you for occupancy at this time. We have discussed the reasons for your denial. We hope you use that information to make improvements so the next time you apply we can happily accommodate you. In the meantime, we wish you nothing but happiness.

Best. Idea. Ever!

Danielle Johnson - Great response... can I borrow it?